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A huge advantage for transparency throughout our organization
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
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June 19, 2018

A huge advantage for transparency throughout our organization

Score 10 out of 101
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Overall Satisfaction with Salesforce Service Cloud

We use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.
  • Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
  • Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
  • Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
  • Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
  • Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
  • This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
    for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case.
  • Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we used it, which was a lot of work to setup and was prone to failure.
Service Cloud Is great for any scenario where case management is needed and seamless integration to the CRM is desired. Service Cloud and its features may be less useful for the commercial side of the organization, though I know some non-support users that use the Service Cloud setup for accessing all aspects of SFDC because they like the interface more than Sales Cloud.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
9
Internal knowledge base
9
Customer portal
9
Social integration
10
Email support
10
Help Desk CRM integration
Not Rated